Customer Experience Manager

About us

Woop is an award-winning meal kit subscription transforming how New Zealanders cook at home.

In our kitchen, it is calm. Everything in its place. Mise en place, as the French say. This guides our approach to preparing delicious ingredients & handcrafted sauces. We take inspiration from some of the best globally inspired dishes and combine them with the freshest local New Zealand ingredients, so our members can prepare a beautiful, homemade meal in half the time. 

We love what we do, what we eat, and what we are. Our mission is to empower our members to live their best lives every night by creating connected moments. We dare to care for our customers and community, and we know we are stronger together — working as one team to deliver meaningful results. With curiosity and a hunger for learning at our core, we’re always finding new ways to innovate, grow, and deliver on our promise that at the heart of a good life is great food.

About the role

We're looking for a Customer Experience Manager to own and elevate the end-to-end member experience at Woop. This is a hands-on leadership role that blends real-time customer resolution with long-term CX strategy — you'll be as comfortable taking a cancellation call as you are presenting a strategic to the leadership team. You'll be the connective tissue between members and the wider business, translating real-time customer insight into action across Operations, Marketing, and Product, while building the systems, journeys, and moments that keep members engaged, loyal, and progressing through Woop's tiers.

Key responsibilities

• Handle cancellation calls, NPS follow-up calls, and real-time win-back conversations — daily
• Personally contact NPS detractors to understand issues and rebuild the relationship
• Manage inbound emails and calls, including escalations and difficult customer interactions requiring manager-level input
• Manage food safety and serious incidents, ensuring appropriate urgency, process, and follow-through
• Lead urgent relationship management including credits, claims, and other goodwill resolutions
• Run extra outbound activity, prioritising the highest-impact contacts for weekly box numbers versus pure insight-gathering
• Own CX strategy for 'moments that matter' — mapping where the CX team has a personalised role across the customer journey: onboarding, tier progression, pausing, and cancellation journey
• Lead reactivation work across lapsed and cancelled members from a CX perspective and work with the Director of Growth & Commercial Strategy on the best offers and ensure that we are profitably acquiring / reacquiring customers
• Share real-time customer insights with the Operations team, including recipe developers, Operations, and Procurement
• Own HubSpot CRM integration and ongoing management as well as the re-platforming of this tool

About you

• Proven experience in a customer experience, retention, or member lifecycle role, ideally in a subscription or membership business
• Confident, empathetic phone manner — comfortable handling emotionally difficult conversations including cancellations and complaints
• Strong stakeholder management skills, with experience working cross-functionally across Operations, Marketing, and Product
• Experience with HubSpot or a comparable CRM, including macros, workflows, and reporting
• A strategic mindset — able to move from handling an individual customer call to designing a lifecycle-wide loyalty strategy
• Strong data literacy, with experience building or using dashboards to track CX performance
• Excellent written communication skills and a strong sense of brand tone of voice
• A calm, solutions-focused approach to food safety incidents and other serious issues